scaly
Knowledge base Submit a ticket
  • Swedish
  • English
Getting started with Freshservice
  • Freshservice Onboarding Flow
  • List of Dynamic Placeholders
  • Multi-language support for Freshservice
  • Add Agents to Freshservice
  • Freshservice System Requirements
  • Customize your service desk to have your name & theme | Freshservice Rebranding
  • Configuring self service in your support portal | Freshservice Service Desk
  • Setting up a custom domain for your service desk | Freshservice Rebranding
  • Configure custom SSL for your service desk | Freshservice Rebranding
  • Requesting Changes
  • Getting started with FreshThemes
  • Portal layout basics
  • What is Handlebars JS?
  • Palettes and Hex Codes
  • Defining Full-time Vs. Occasional Agents in your Service Desk | Freshservice Solutions
  • Partials and Placeholders
  • Setting up a Password policy in Freshservice
  • Adding Custom Fields for Requesters in Freshservice
  • Adding requesters into your service desk | Freshservice Solutions
  • Bulk import requesters into your service desk | Freshservice Solutions
  • Remote authentication of users using Active Directory | Freshservice
  • Setting up Microsoft Azure AD Single Sign-on in Freshservice
  • Finding the SHA-256 fingerprint from your Identity Provider (Azure, Okta and Onelogin)
  • Configure Active Directory SSO With JSON Web Token
  • Customizing the New Ticket form | Freshservice Field Templates
  • Create multi-level or dependant ticket fields in your Service Desk | Freshservice
  • Adding dependent fields in ticket form | Freshservice Field Templates
  • Know the Field Types in your service desk | Freshservice Field Templates
  • Adding custom ticket statuses in your service desk | Freshservice Field Templates
  • Scheduling and posting announcements in Freshservice
Support Guide
  • Viewing ticket information in your service desk | Freshservice Solutions
  • Checking recent helpdesk activity in your service desk | Freshservice Solutions
  • Create email templates for your service desk | Freshservice Canned Responses
  • Modify ticket fields in your service desk | Freshservice Ticket Properties
  • Knowing the ticket statuses in your service desk | Freshservice Ticket Properties
  • Add existing solutions to ticket responses | Freshservice Incident Management
  • Add time entries to tickets, problems, changes & releases | Freshservice Service Desk
  • Service Desk Efficiency - Using keyboard shortcuts | Freshservice
  • Adding Child Tickets to Incidents in Freshservice
  • Using canned responses in tickets | Freshservice Ticket Management
  • Set time/event based rules in your service desk | Freshservice Supervisor
  • Complete a set of tasks in one click | Freshservice Scenario Automation
  • Auto schedule reminders for routine IT operations | Freshservice Service Desk
  • Execute a set of service desk tasks in one click | Freshservice Scenario Automation
  • Supervisor rules configuration based on custom ticket status
  • Freddy AI Copilot overview
  • Generate reply suggestions for tickets
  • Generate ticket summaries using Freddy AI
  • Use Ticket Field Suggester to categorize tickets
  • Identify similar tickets using Similar Ticket Suggester
  • API actions library in Freshservice
  • Freddy AI Insights for Freshservice
  • Freshservice, AI, Freddy AI Insights, Freshworks
  • Freshservice, AI, Freddy AI Insights, Freshworks
  • Conversational Insights in Freshservice
  • Increase Agent Productivity with Real-Time Custom Dashboards
  • Freddy AI Insights: Frequently Asked Questions (FAQs)
  • Improve Team Alignment with Team Dashboards
  • Team Dashboard is now more inclusive
  • Improve Team Performance with the Freshservice Leaderboard
Freshservice for Business Teams
  • Freshservice for Business Teams (FSBT) – FAQs
  • Introducing Freshservice for Business Teams
  • Ticketing Essentials for Business Teams
  • Modes of Ticket Creation
  • Setting Up and Managing Your Knowledge Base
  • Ticket Troubleshooting
  • Using Analytics in Freshservice for Business Teams
  • Journeys in Freshservice for Business Teams
  • Document Management in Freshservice for Business Teams
  • Get your finance function up and running on Freshservice
  • Make workplace digital using Freshservice for Facilities
  • Get Support: How to onboard HR Teams?
  • Streamline legal service management with Freshservice
  • Streamline Service Delivery for your Supply Chain/Operations Team with Freshservice
  • Get Support: Business Agent add-on license
  • What are the differences between IT agents and Business agents?
  • Detailed list of features accessible to business agents
  • How to convert an existing IT agent to a business agent or vice-versa?
  • How can admins buy business agent licenses?
  • About Freddy Copilot in Freshservice for Business Teams
Enterprise Service Management
  • Building Onboarding Kits
  • Adding Stakeholders to the Onboarding Module
  • Creating Onboarding Tickets
  • Bulk Employee Onboarding in Freshservice
  • Get help with Employee Onboarding - Freshservice Support
  • What is a workspace?
  • What is a ticket type or prefix?
  • Moving data between workspaces: guidelines and restrictions
  • Workspace Views
  • What is a primary workspace?
  • Embed eSignatures in Documents
  • Docusign for e-signatures in documents
  • Document generation for employee requests
  • Manage documents with the centralized list view
IT Asset Management- Classic
  • Looking up CI information in your service desk | Freshservice CI Management
  • Adding a new CI type to your service desk | Freshservice Configuration Items
  • Calculate depreciation of IT Assets | Freshservice
  • Adding a new CI to your service desk | Freshservice CI Management
  • Service Desk Discovery Probe | Freshservice Asset Discovery
  • Installing Freshservice Discovery Agent for Windows
  • Importing Assets
  • IT asset attributes discovered by Discovery Agent and Probe
  • Discover and Manage IT Assets with Freshservice Discovery - Beginner's Guide
  • Managing IT assets with Discovery Hub
  • Installing Freshservice Discovery Agent in a Domain [using GPO]
  • Freshservice Discovery Agent Overview
  • How to install Freshservice Discovery Agent in a Workgroup
  • Installing Freshservice Agent on Mac devices using the Remote Install tool
  • Installing Discovery Probe in your system | Freshservice Asset Discovery
  • How to integrate SCCM with your Freshservice account
  • Discover hardware & software assets in your network | Freshservice Asset Discovery
  • Manage scanned assets in your service desk | Freshservice Asset Discovery
  • SNMP Device Discovery
  • Freshservice Cloud Discovery - Azure Cloud
  • Freshservice Cloud Management - AWS Integration
  • Attach relationships to IT assets in your service desk | Freshservice Solutions
  • Freshservice Cloud Discovery - VMware Vcenter
  • Introduction to Freshservice Cloud Management
  • Get started with Freshservice Cloud Management
  • What are the different types of relationships in Freshservice?
  • Visualize relationships with asset relationship maps
  • Software License Management
  • Managing Software using Software Asset Management
  • Stay on top of Software and SaaS usage with the Analytics Module
IT Operations Management
  • Automatically create alert-based incidents using Alert Rules
  • Alert Management in Freshservice - An Overview
  • Set up alert management in Freshservice
  • Learn all about Automated Grouping in Freshservice
  • Working with alerts in Freshservice Alert Management
  • Integrate SolarWinds NPM with Freshservice Alert Management
  • Integrate New Relic Synthetics with Freshservice Alert Management
  • Integrate Pingdom with Freshservice Alert Management
  • Introducing Orchestration Center
  • Integrate New Relic APM with Freshservice Alert Management
  • Integrate Site 24x7 with Freshservice Alert Management
  • Setting up the Orchestration Server
  • Workflow Execution Logs
  • Orchestration FAQs
  • How to Reset the Secret Key of an Orchestration Server
  • Uninstalling the Orchestration Server
  • MS AD/Powershell/OSR - FAQ/L2s
  • Troubleshooting Guide for Orchestration Server Issues
  • Learn how to use Freshservice On-Call Management
  • Configuring phone numbers correctly
  • All about Freshservice On-Call Management
  • Create an on-call schedule
  • Creating an on-call shift
  • Define and monitor services using Service Health Monitoring
  • Setting up Service Health Monitoring
  • Deleting a service in Service Health Monitoring
  • Exploring Potential Services in Service Health Monitoring
  • Setting up the Status Page
  • Preparing to work on a major incident
  • Configuring health status of a service
Freshservice IT Asset Management
  • Freshservice IT Asset Management Plans and AU Pricing
  • Discovery Port Configurations
  • Asset Management implementation
  • What is Freshservice IT Asset Management
  • Get started with Freshservice IT Asset Management
  • Configure Discovery and Autodiscovery Jobs
  • Install Signed Mac Agent
  • Install Agent-Based Discovery
  • Application Components
  • Configure advanced routing
  • Configure automation rules
  • Configure custom fields
  • Customize column views on list pages
Policies and Data Protection
  • Reauthorization of custom mailbox
  • Configuring custom SSO policies under Org
  • Single Sign-On in Freshdesk
  • Allow or block IP addresses in Freshdesk for secure access control
  • Enable your WordPress users to login with SSO to Freshdesk
  • Password policy for agents and customers
  • Ticket Archiving
  • Restrict your helpdesk to certain domains
  • Allowlist NAT IPs
  • Deprecation of TLS V1.1
  • Spam and trash
  • Freshworks - Terms of Service (ToS) Update - March 2019
  • Freshworks privacy policy
  • Freshdesk and HIPAA
  • Freshworks - Terms of Service (ToS) Update - April 2020
  • What is Freshworks Neo Admin Center?
  • Organization Admins in Neo Admin Center
  • How to Access Freshdesk with Freshworks Neo Admin Center
Project & Workload Management
  • How to configure your project settings?
  • Projects not loading? Here is how to fix the problem
  • Support Glossary: Introduction to Project Management
  • Getting started with Contextual Collaboration in Projects via Slack
  • Configuring high-level project automation settings from the admin
  • Introduction to Workload Management
  • Work Calendar
  • How is workload calculated?
  • Managing assigned and unassigned work via the workload module
  • How can you visualize workload?
Managed Service Provider
  • How to switch your Freshservice Service Desk to MSP (and back)
  • Manage service requests from multiple clients | Freshservice for MSPs
  • Security settings for multi-portal set up
  • Setting up Security Policies for MSP Accounts
  • A Guide to the Multi-Account Freshservice Experience for MSPs
Platform
  • Auto-assign tickets to service desk agents | Workflow Automator
  • How to work with workflow automator? - Freshservice Support
  • Setup application callbacks from your service desk | Freshservice Observer with Webhooks
  • Setting Automations for Hierarchical Approvals in Freshservice
  • Thank You Detector in Freshservice - Powered by Freddy
  • Using Custom Objects in Workflows
  • Importing and Exporting Custom Objects
  • Lookups to Custom Objects
  • Creating Custom Objects
  • Introducing Freshworks Organization
  • Migrating Freshservice SSO to Freshworks Organization
  • Upgrading MSP Mode Accounts to Freshworks Organization
  • Upgrading Multi-Account Configurations to Freshworks Organization
  • Setting up SSO Policies in Freshworks Organization
  • Getting Started with the Analytics Platform
  • Generate Intuitive Reports Using Analytics Pro
  • Stay on top of service desk metrics with Analytics Basic
  • Scheduled Data Export
  • Analytics Widgets Glossary
  • Helpdesk at a Glance | Freshservice Service Desk Reports
  • Customer at a glance | Freshservice Service Desk Reports
  • The Enterprise Reporting Suite
  • Helpdesk Performance Analysis | Freshservice Service Desk Report
  • Asset Reports
  • Introducing upgraded APIs - Freshservice Support
  • Deprecating v1 APIs for Freshservice
  • Centralized Credential Store
  • How to View Freshservice Subscription Details
  • How to Manage a Freshservice Subscription during Trial
  • How to Activate a Freshservice Subscription
How to Setup Apps and Integrations
  • Integrate your IT Helpdesk with Freshbooks Invoicing Tool | Freshservice Integrations
  • Integrate your IT Helpdesk with JIRA bug tracking tool | Freshservice Integrations
  • Understanding Connector App Tasks in Freshservice
  • Freshservice integration with DocuSign
  • Slack Integration in Freshservice
  • Freshservice Integration with ServiceNow Connector
  • Connector Apps in Freshservice/Freshservice for Business Teams - Overview
  • Freshservice integration with ServiceDesk Plus
  • Freshservice integration with Smartsheet
Security and Policies
  • Whitelist trusted IPs & restrict user access to service desk | Freshservice
  • Freshservice to discontinue support of SSLv3, switch to TLS
  • Accessing Freshservice with Freshworks Account
  • EUC data centre migration: Here's what you should do
  • ​Access Freshservice With Freshworks Organization Account
  • Restrict your helpdesk to certain domains
  • Enabling TLS 1.2 in Internet Explorer
  • Freshworks - Terms of Service (ToS) Update - May 2020
  • TLS 1.2 Strong Cipher Suites Compatibility
  • TLS 1.1 Support Deprecation
  • Necessary configuration changes to ensure uninterrupted portal access.
  • Terms of Service Update
  • GDPR and Freshservice
  • Freshworks Privacy Policy Update - June 2020
  • Freshservice Cookies
  • EU Standard Contractual Clauses is added to the Freshworks Data Processing Addendum
  • Freshworks commitment towards HIPAA Compliance
  • Allowlist Freshworks domains and IPs for Freshservice/Freshservice for Business Teams mail server users (US)
  • Step-by-step guide to add SPF and DKIM email authentication in Freshservice/Freshservice for Business Teams
  • Adding a DMARC policy after setting up SPF and DKIM in Freshservice
  • Allowlist Freshworks domains and IPs for Freshservice mail server users (EU)
  • Allowlist Freshworks domains and IPs for Freshservice/Freshservice for Business Teams mail server users (India)
  • Freddy AI Insights | Freddy AI Trust: Frequently Asked Questions (FAQs)
Orchestration + SaaS Management Apps
  • Installation Guide for AWS Cloud Formation
  • Sample Use Case- Provision a LAMP tech stack
  • Discontinuation of AWS Orchestration App
  • Sample Use Case for Amazon EC2 Orchestration App- Request for AWS EC2 Instance
  • Installation Guide for Amazon EC2 Orchestration App
  • Sample Use-case: How to invoke a Lambda function from the Workflow Automator
  • Installation Guide for AWS Lambda Orchestration App
  • Integrating with Azure
  • Installation Guide for Azure Active Directory App (Orchestration + SaaS)
  • Sample Use case for Azure AD Orchestration App- Employee Onboarding
  • Sample Use Case for Box Orchestration App- Employee Referral
  • Sample Use Case for Azure AD Orchestration App- M365 License Assignment during Onboarding
  • Installation Guide for Box App (Orchestration + SaaS)
  • Integrating with Dropbox
  • Installation Guide for GSuite App (Orchestration + SaaS)
  • Sample Use Case for Gsuite Orchestration App- Employee Onboarding
  • Sample Use Case- Automate Requests to Organizations and Repositories
  • Installation Guide for Google Calendar Orchestration App
  • Installation Guide for GitHub Orchestration App
  • Sample Use Case- Create Event with Change Creation
  • Sample Use Case- Configuring Google Hangout Chat Notification for High Priority Incidents
  • Sample Use Case for Google Cloud Platform- Auto Remediation for GCP Instance
  • Installation guide for Google Chat Orchestration App
  • Installation Guide for Google Cloud Platform Orchestration App
  • Installation Guide for Google Drive Orchestration App
  • Sample Use Case for Google Drive Orchestration App- Employee Referral
  • Sample Use Case for Google Sheets Orchestration App- Employee Referral
  • Installation Guide for Google Sheets Orchestration App
  • Installation Guide for Jenkins Orchestration App
  • Sample Use Case for Triggering a Jenkins job as part of the Release Management process
Contact Support
  • How to get in touch with Support via Chat?
Freshservice Mobile
  • How to integrate Freshservice Support SDK on iOS
  • How to configure custom JWT endpoint for Freshservice Support SDK authentication
  • Intune App Policy
  • How to integrate Freshservice Support SDK on Android
  • Introducing the Freshservice Support SDK
  • Notify Agents on Critical Incidents with Freshservice Mobile App DND Alerts Override
  • AppConfig for Freshservice mobile apps
API
  • Working with APIs in Freshservice
Freddy AI Agent (Classic)
  • Introduction to Freddy AI Agent
  • Freshservice-MS Teams integration FAQ's
  • Setting up Freddy AI Agent for Slack
  • Enabling requester actions for Servicebot across plans
  • Setting up Freddy AI Agent for Microsoft Teams
  • Launching Microsoft Teams update for Servicebot with upgraded APIs
  • Setting up your Virtual agent for success
  • Bring better ticket context into your collaboration tools
  • How to use Freddy AI Agent to enable query responses on channels?
  • Actionable response summaries for Freddy AI agent - Use cases
  • Legal policies
  • Enabling Servicebot (Freddy AI Agent) in the language of your choice
  • How to use Freddy AI for multi-turn conversations and formless requests?
  • Enable Freddy AI Agent features
  • Enhance Freddy AI Agent Search with SharePoint Search Connector Integration
  • Testing Freddy AI Agent with a subset of employees - FAQs
  • Freddy AI Agent Overview Report
  • Upgrade to the Enhanced SharePoint Search Connector
  • Google Drive for Freddy AI Agent
  • Introducing Freddy AI Agent in the Requester Support Portal
  • Enhance Freddy AI Agent Search with Confluence Search Connector Integration
  • Freddy AI Agent as Microsoft 365 Custom Engine Agent
Alert Management
  • Automatic updation of incident priority based on alert severity
  • Glossary: Alert Management in Freshservice
  • Use email as a channel for alerts
  • How to manage assets of type Service?
  • Add alert fields in ticket workflow automator
  • Map email alert fields to Freshservice alert fields
  • FAQs: IT Operations Management
  • Using the alert archival policy
  • Using workflows for alerts
  • Automating escalation of critical alerts to incidents
  • Migration from Alert Rules to Alert Workflows
  • Minimizing situational noise with alert suppression
  • How to set up custom fields for alert management system?
Support Guide: Introduction to Self Service Portal
  • Reset your service desk after portal changes | Freshservice Rebranding
  • Custom SSL certificate
  • How to fix attachment upload issues during ticket creation
  • Discontinuation of Conversational UI
Employee Onboarding and Offboarding
  • Support for dynamic sections in employee onboarding
  • Autofill Service Item Fields in Employee Onboarding
  • Modify Approvals for Onboarding
  • Passing information between Employee Onboarding/Offboarding child tickets
  • Sequential ticketing for child tickets
  • Employee Offboarding
  • Reports for Onboarding and Offboarding
  • Delegation of employee onboarding/offboarding forms
  • Authorizing Freddy AI Agent to provide PDF documents directly in Slack
  • Onboarding and Offboarding dashboards
Security
  • Freshdesk Domains to Whitelist in your Firewall
  • Secure attachments
  • Restrict file extensions in Freshdesk
  • Enabling TLS 1.2 Strong Cipher Suites
  • Configuring CSP for Freshdesk Portal
  • IP allowlisting for Freshdesk Application Load Balancer
  • MEC to EUN migration guide
Administration
  • Understand setup and troubleshooting menu
  • Set time zone and NTP
Analytics
  • Exporting Data from Analytics to Power BI
  • Getting started with Revamped Analytics In-product Homepage in Freshservice
  • Setting up Time Sheet Reports
  • Properties supported by Freddy to Create Reports
  • Setting up Time Spent Reports
  • Comparing Multiple Metrics in a Widget
  • Empty and Text Widgets in Analytics
  • Exporting data from Analytics to Tableau
  • Common Reports using Analytics
  • Reporting on Approval Metrics in Analytics
  • Analytics Glossary
  • Roles Migration from Legacy Reports Modules to Analytics Module
  • Reporting on CSAT in Analytics
  • Migrating from the Freshservice Legacy Reports Module to the Analytics Module
  • Reports Deprecation: How will the migrated reports look like in the Analytics module
  • Reports Deprecation: Frequently Asked Questions
  • What’s changing in Analytics?
  • 'Department' and 'Requester' field names changes in analytics
  • Report Sharing in Freshservice Analytics
  • List of new User and Group attributes
  • Custom Metrics and Custom Attributes
  • Incremental Data Exports in Freshservice
  • Discontinuation of Ask Freddy in Freshservice Analytics
  • How long does it take to generate data exports, report schedules and downloads?
  • Resolve "No Access" messages in reports
  • Why are field values not loading in Analytics filters?
  • Incorrect Ticket status in historical data reports
  • Analytics usage limits in Freshservice
  • Understanding sorting behaviour in Freshservice Analytics
  • How is the row count in the Underlying data more than Total metrics count on the report chart?
Discovery Agent
  • How to uninstall Freshservice Discovery Agent from Windows machines
  • Discovery Agent Commands (Mac & Linux)
  • Installing Discovery Agent [Linux]
  • Discovery Agent Architecture and Working
No code portal
  • No code portal availability with a trial experience
Approvals
  • Non blocking workflow execution for Approvals: Frequently asked questions
Connector Apps
  • Freshservice integration with UKG
  • [BETA] Freshservice integration with ADP
  • [BETA] Freshservice integration with HiBob
  • Freshservice integration with Paylocity
  • Freshservice integration with Workable
  • Freshservice integration with Personio
  • [BETA] Freshservice Integration with BMC Helix Connector
  • Freshservice integration with SAP SuccessFactors
  • Freshservice Integration with Greenhouse
  • Freshservice integration with Monday.com Connector
  • Freshservice integration with ClickUp
  • How to enable Auto-recharge for Connector Apps
  • Freshservice integration with Oracle HCM
  • Connector Apps: Frequently Asked Questions (FAQs)
  • Freshservice Integration with Wrike
  • Freshservice Integration with Hive
  • Freshservice Integration with Asana
  • Freshservice Integration with xMatters
  • Freshservice Integration with IBM Verify Directory
  • Freshservice Integration with Qualys
  • Freshservice Integration with Dayforce
  • Freshservice Integration with Employment Hero
  • Freshservice Integration with Teamwork
  • Freshservice Integration with Tenable Connector app
  • Freshservice Integration with Ashby Connector app
  • Freshservice Powerapp Connector on Microsoft Gallery
  • Freshservice integration with Zoho CRM
  • Freshservice Integration with Zoho Recruit app
  • Freshservice integration with Monday CRM
  • Freshservice integration with Pipedrive CRM
Slack
  • Renaming the ServiceBot in Slack
  • Mapping Slack Channels to Freshservice Agent Groups
  • How to add the Freddy AI Agent to a public channel on Slack and Microsoft Teams
How to use guides (Microsoft Teams)
  • Create Freshservice tickets in Microsoft Teams
  • Resolve issues and fulfill requests within Microsoft Teams
Email Security
  • Allowlist Freshworks domains and IPs for Freshservice mail server users (AUS)
  • Bulk Email Sender Requirements for Custom Domain Users
Reporting
  • Reading Custom Reports
Get started with Assets
  • Assigning assets to users & departments | Freshservice CI Management
  • Understanding the asset states in your service desk | Freshservice CI Management
  • Using the Freshservice iOS app to scan QR codes and Barcodes
  • Bulk update of assets in Freshservice
  • Customizing Columns in Assets list page
  • Evaluating the impact of an asset on an incident using Asset Impact
  • Printing barcode labels for assets
  • Creation of Incidents & Changes for an Asset
  • Adding & Importing Asset Locations
  • Freshservice Integration with Device 42
  • Asset Assignment History
  • Limitations on the number of asset field types
  • How to leverage Conditional Asset Type fields in Analytics to fulfill key use cases
  • Asset Activity Reporting
  • New mapping changes for FS and D42
  • Deprecation of Cloud compute asset types
  • What are the impacts of switching from Basic ITAM to Advanced ITAM on Freshservice?
  • Freshservice IT Asset Management (ITAM) upgrade FAQ
Freddy AI Agent Studio
  • Build workflows: no-code agentic workflows
Knowledge Base
  • Getting Started with Knowledge Base 2.0
  • Working with Knowledge Base
  • Tagging
  • Creating Solution Articles
  • Organizing Articles
  • Approvals in Knowledge Base
  • Managing Your Knowledge Base in Multiple Languages
  • How to upgrade your multilingual knowledge base?
  • Stay on top of your help articles performance with Knowledge base reporting
  • Enable nested folders with enhanced knowledge base hierarchy
  • How to manage article versions in your Freshservice/FSBT knowledge base?
  • Freshservice, Knowledge Base, Solutions, Support Articles
Extending Freshservice with Integrations
  • Integrate your IT Helpdesk with SurveyMonkey | Freshservice Integrations
  • Freshservice integration with Amazon Web Services (AWS)
  • Integrate your IT Helpdesk with LogMeIn Rescue remote support tool | Freshservice Integrations
  • Integrating Servicebot with Microsoft Teams
  • Integrate your IT Helpdesk with Google Calendar | Freshservice Integrations
  • Setting up Servicebot for Slack
  • Freshservice integration with Yammer
  • Creating a Role ARN for integrating Amazon Web Services (AWS) in Freshservice
  • Freshservice/Freshservice for Business Teams-Freshdesk out of the box integration
  • Integrating your Freshservice account with Google Contacts
  • Freshservice Integration with Workday
  • Integrate your Service Desk with Harvest Invoicing Solution | Freshservice Integrations
  • Freshservice integration with Box
  • Yammer integration with Freshservice disabled
  • Integrate with 300+ apps using Freshservice's Zapier integration
  • How to integrate BeyondTrust with your Freshservice account
  • Model Context Protocol (MCP) integration in Freshservice (EAP)
  • Integrate your IT Helpdesk with Dropbox | Freshservice Integrations
  • Creating a Role ARN for integrating Amazon CloudWatch in Freshservice
  • Using the Pagerduty integration in Freshservice
  • Freshservice integration with QuickBooks
  • Using the CloudWatch integration in Freshservice
  • Freshservice integration with Microsoft Office 365 Calendar
  • Freshservice integration with Salesforce
  • Freshservice and Skype for Business (online) Integration
  • Freshservice integration with WorkflowMax
  • Computer Telephony Integration(CTI) Framework
  • Freshservice Integration with SugarCRM
  • Freshservice Integration with Google Analytics
  • Freshservice integration with Pivotal Tracker
Policies
  • Freshdesk cookie statement
  • Freshworks - Privacy Policy Update - June 2020
Incident Management
  • Business Hours & Calendar Hours | Freshservice SLA Management
  • Configuring feedback options
  • Add an SPF record to ensure email delivery | Freshservice/FSBT Ticket Management
  • Set multiple business hours in your service desk | Freshservice SLA Management
  • Managing ticket escalations in your service desk | Freshservice SLA Management
  • Priority Matrix in Freshservice
  • Incident Management
Workspaces
  • Allocation of available licenses
  • Managing agent groups
  • Agent and License types
  • Common support emails across all departments
  • Workspace Admin - Onboarding guide
  • Scope/Access levels for accounts with multiple Workspaces
  • Understanding Roles for Agents
  • Scope/Access levels for accounts with one Workspace
  • Account Admin guide - Access controls
  • Workspace Admin guide - Access Controls
  • Managing multiple workspaces
  • Reporting and Analytics with Workspaces
  • Restricted workspaces
  • Get Support: How to enable business teams
  • What is the difference between IT workspaces and Business workspaces?
  • What is the difference between a in-setup and published workspace?
  • What is the difference between the different ticket types available?
  • What is the impact of moving tickets from one workspace to another?
  • How does administration differ between a single workspace account and a multiple workspaces account?
  • How can I deliver a unified service experience to employees with workspaces?
  • Can I link two tickets that are present in different workspaces?
  • How can I protect sensitive data in my workspace? / What is a restricted workspace?
  • What will be the experience of agents, admins, and requesters when workspaces are enabled in an account?
  • How will my existing data and settings be handled when workspaces are enabled in my account?
  • What is business agent license and how can I use it?
  • How do Freshservice APIs and Marketplace Apps work in a multiple workspace setup?
  • What capabilities will I get when workspaces are enabled in my account?
  • Are workspaces being enabled for all the accounts? Are there any exclusions?
  • I have multiple freshservice instances created. Can they be merged into a single account and split into different workspaces instead?
  • How to fix unsupported ticket type issue in workspaces?
Support portal
  • Setting up signup form fields and conditions
  • Understanding form behavior when 'Displayed to requester' is off
User Management
  • Guidelines to Import Contacts using CSV files
  • Create and Manage Agent Groups in Freshservice
  • How to find the User Id (or Responder Id) of an agent
  • Add Members or Observers to Agent Groups
  • Manage agent roles & permissions in your Service Desk | Freshservice/FSBT Solutions
  • Merging Requesters in Freshservice
  • Changing Requester Password in Freshservice
  • Custom fields for department
  • Exporting Agent Information
  • Importing Agent Information
  • Automatically Associating Contacts with Companies
  • Create & Manage Requester Groups
  • Importing departments/companies using a CSV file
  • Merging users in Freshservice (Advanced scenarios)
  • How to grant temporary access to support agents
  • Enhanced Requester Details View for Agents
Service Health Monitoring
  • Making bulk updates to services
New Gen Project Management
  • How to use time tracking in Projects?
  • Collaboration in Freshservice projects
  • Associate tickets, problem, change, and asset with the project and project tasks
  • Project & Project task creation through Workflow Automator
  • Visualising projects in Freshservice
  • Project Management - Roles and privileges
  • Setting up your first software project
  • How to create and manage test cases, test runs and test plans
  • Get Started with Project Analytics
  • Plan and execute projects better with modern Gantt
  • How to configure statuses in Freshservice project management
  • How to configure project task workflows?
  • How to configure task types?
  • How to configure custom fields and forms?
  • How to configure workflow transitions?
  • Adding project members | New Gen Project Management
  • Setting up kanban board using Filters and groups
  • How to customize your Kanban board?
  • Asset association with project and project tasks
  • How to export project data in Freshservice new-gen project management?
  • Configuring project fields
  • Project management DevOps integration: GitLab
  • Project management DevOps integration: Github
  • How to import Jira projects and tasks to new-gen project management?
  • Setting up autopilot for software projects
  • Reporting on Project Time Entries in Analytics
  • Column customization in the Kanban board
  • Story Points for Projects
  • Progress based on Story Points
  • Scheduled Data Exports in Projects
Helpdesk Security
  • Update to WAF (Web Application Firewall) for Freshservice load balancers
  • Update on Freshservice NAT IPs allowlisting
  • Update on IP allowlisting for Freshservice Application Load Balancer (ALB) - IND
  • Change in file compression - gzip to brotli
  • Update on IP allowlisting for Freshservice Application Load Balancer (ALB) – EUC
  • Freshservice Load Balancer IPs
  • Update on IP allowlisting for Freshservice VPN/Firewall Access
  • Restricting File Types in Attachments
  • Deprecation of Application Load Balancer IPs
  • Restricting service desk access to certain domains
Monitoring Tools Integration
  • Integrate Amazon CloudWatch with Freshservice Alert Management
  • Integrate Freshping with Freshservice Alert Management
  • Integrate Nagios XI with Freshservice Alert Management
  • Integrate Zabbix with Freshservice Alert Management
  • Integrate PRTG with Freshservice Alert Management
  • Integrate OpManager with Freshservice Alert Management
  • Integrate Microsoft SCOM with Freshservice Alert Management
  • Integrate Applications Manager with Freshservice Alert Management
  • Integrate Datadog APM with Freshservice Alert Management
  • Integrate Dynatrace with Freshservice Alert Management
  • ​ Integrate LogicMonitor with Freshservice Alert Management
  • Integrate Datadog Synthetic Monitoring with Freshservice Alert Management
  • Integrate Google Cloud Monitoring with Freshservice Alert Management
  • Integrate Microsoft Azure with Freshservice Alert Management
  • Integrate Loggly with Freshservice Alert Management
  • Integrate AppDynamics with Freshservice Alert Management
  • Integrate Logz.io with Freshservice Alert Management
  • Integrate Sumo Logic with Freshservice Alert Management
  • Integrate Splunk APM with Freshservice Alert Management
  • Integrate Auvik with Freshservice Alert Management
  • Integrate Prometheus with Freshservice Alert Management
  • Integrate CrowdStrike with Freshservice Alert Management
  • Integrate Cisco Meraki with Freshservice Alert Management
Change Management
  • Link IT changes to releases in your service desk | Freshservice Change Management
  • Submitting Change Request to Change Advisory Board
  • Appoving changes as a CAB member | Freshservice Change Management
  • Change Management
  • Manage Your Change Processes with Change Lifecycle
  • Scheduling Maintenance & Blackout Windows
  • cab meeting, cab huddle, cab
  • Create no-code dynamic change forms with Business Rules
  • How to add business impact of change using Freshservice
  • Automating business impact of changes
  • Get started with a modern, accessible and a scalable experience for Changes
  • Understanding the list view in Change Management
  • Link a change to an incident
Task management
  • Task reordering and dependency
  • Smarter Agent Availability and Time-Off Management
  • business rules for tasks
SaaS management
  • Setting up Workflows to Automate SaaS Actions
  • Manage and optimize SaaS usage better with User filters
  • Understanding SaaS sync error messages
  • Improved SaaS management sync and discovery
  • Handling duplicates for software applications
Discover
  • Microsoft DHCP Discovery
  • Autodiscovery Best Practices
  • Certificate Autodiscovery
  • Configure autodiscovery system requirements
  • Blade Systems Autodiscovery
  • Cisco UCS Cluster/ACI Fabric Autodiscovery
  • Configure DNS Autodiscovery for Microsoft DNS Servers
  • IPMI/Redfish Autodiscovery
  • Jamf Autodiscovery
  • Linux and Unix Server Autodiscovery
  • Load Balancers
  • Nmap Autodiscovery
  • Operating Systems Supported in Autodiscovery
  • SCCM Discovery
  • Ping Sweep
  • SaaS Discovery
  • SNMP - Network Autodiscovery
  • TCP Port Scan Autodiscovery
  • Vendors Supported in SNMP Autodiscovery
  • Unprocessed Device Records
  • UCS / ACI / Load Balancer / F5 Autodiscovery
  • Windows and Hyper-V Autodiscovery
Setting up Freshservice
  • Introducing the new Freshservice interface
  • Setting up a custom mailbox in Freshservice
  • Scanning and discovering assets in your network
  • Audit Log | Freshservice | ITSM | ITIL
  • List of Time Zones Supported in Freshservice
  • List of Languages Supported in Freshservice
  • Configure Multilingual Forms
  • Using Rank order in Freshservice Analytics
Ticket Actions
  • Ticket Archival
  • Using email commands right inside tickets | Freshservice/FSBT
  • View ticket activity history in your service desk | Freshservice Ticket Properties
  • Linking incidents to existing problems | Freshservice Incident Management
  • Forwarding a ticket in your service desk | Freshservice Ticket Management
  • Monitoring important tickets in your service desk | Freshservice Solutions
  • Creating Satisfaction Surveys for Your IT Service Desk
  • Deflect email queries with Email Bot
  • Linking Incidents to Existing or New Changes
  • Enabling Ticket Closure Rules for Incidents or Service Requests
  • Adding custom fields for Time Entries
  • Sharing Tickets and Changes with other Requesters
  • Emails not converted to tickets in Freshservice
  • Exporting tickets
  • Discontinuation of Team Huddle
  • Adding child tickets to a ticket in Freshservice/Freshservice for Business Teams
  • Share tickets (for agents)
  • Set up ticket sharing (for admins)
New-Gen Project Mgmt
  • Can Project managers be changed?
  • Adding a requester to a project in Freshservice.
  • What permissions do the Project members have?
  • What notifications are sent out from Project Management?
  • Is there a way of removing Members from a Project?
  • Unable to set predecessor tasks or successor tasks.
  • Moving subtasks from one parent task to another.
  • Can you associate multiple changes/problems into the project
  • Can we convert a change into a project?
Freddy AI Copilot
  • knowledge content recommendations
  • Freddy AI Copilot reports
  • Help article generator
  • Freddy Copilot Pricing
  • Freddy AI: Frequently Asked Questions (FAQs)
  • Resolution note generator
  • Purchasing and managing Freddy Copilot add-on licenses
  • Improve communication using Writing Assistant
  • Translate incoming tickets for global support
  • Assigning Freddy AI Copilot Licenses in Freshservice
  • Measure productivity gains with Freddy Copilot
  • Freddy Copilot learning sources and refresh timelines
  • Resolve tickets faster with Resolution Insights
  • Quantify Freddy AI Copilot impact and adoption
Get started with Freshservice IT Asset Management
  • Sizing recommendations
  • How to deploy Asset Management
  • Configure Windows Discovery Service (WDS)
  • Data Validation
  • Install Remote Collector
  • Display
  • Install Windows Discovery Agent Service Wrapper
  • Install Mac Agent Service Launcher
  • Scan and onboard assets with Discovery Hub
Getting Started with Tickets
  • Add public notes to tickets in your service desk | Freshservice Solutions
  • Log walk-in requests into your Service Desk | Freshservice Solutions
  • Auto suggest kbase solutions | Freshservice Canned Responses
  • Use dynamic placeholders in your emails | Freshservice Canned Responses
  • Creating ticket filter views in your service desk | Freshservice Solutions
  • Adding private notes to tickets in your service desk | Freshservice Solutions
  • Merging similar tickets in your service desk | Freshservice Solutions
  • Understanding Card and Table Views
  • Detecting Agent Collision in Tickets to Avoid Multiple Replies
  • Viewing Percentage Change & Trends in Widgets
  • Kanban board for Tickets & Service requests
  • Missing tickets - Troubleshooting guide
  • Enhancements to Ticket List View
  • Real-time sync with enhanced auto refresh for tickets and changes
  • Manage service desk tickets
  • Standardize service request fulfillment with Agent Checklists
Freddy AI Insights
  • Create Customized Insights in Freddy AI
  • Freddy AI Executive Insights
Powershell
  • Sample Usecase - Start a Windows Service using Powershell
Uncategorized
  • Create Knowledge Base
  • Agent Performance
  • Manage Clients
  • Priority Matrix
  • Support Portals
Access controls
  • Restricted Groups in Freshservice
  • Enabling Advanced Role Management in Freshservice Accounts
  • How do Roles and Permissions work in Single and Multiple workspace setups?
  • Creating Field groups in user fields
Document Management
  • How to add assets’ information in generated documents?
  • Generating documents using Workflow Automator
  • Supported languages and fonts in document templates
  • Auto-save generated documents to SharePoint
  • Dropbox Sign for e-signatures in documents
  • Adobe Acrobat Sign for e-signatures in documents
  • Auto-save generated documents to Google Drive
Form fields and Form templates
  • Using Dynamic Sections in Ticket Forms
  • Creating Ticket and Change Template
  • Create No-Code Dynamic Forms with Business Rules
  • Setting up Multi-Select Dropdown for Incident, Service Catalog and Change Forms
  • Setting up rich-text sections with content fields
  • Business Rules - Troubleshooting Guide
  • Business Rules - Usecases
  • Create no-code dynamic change forms using Business Rules
  • Archive or Delete custom ticket field in Freshservice
  • Creating custom fields in your ticket, problem, change, and release task form
  • Setting up dropdown fields
Automations and Triggers
  • Can I have different email notifications for different groups?
  • How are Workflow automator and Supervisor automations different from each other and how could I use them appropriately?
  • Different ticket types updated using workflow automator
  • Where do I setup a Workflow Automator rule ?
  • Automatically assign all incoming tickets to specific agent
  • How do I skip a new ticket notification to a particular email address?
  • Assigning tickets from a specific email/subject to a group
  • Automating CC Emails for Specific Departments
  • Moving tickets from a specific requester to spam.
  • Sending auto response for non business hours tickets
  • Automatically update the type of a ticket in Freshservice
  • Setting up automation based on the Subject or Body of the email.
  • Automatically sending Customer Satisfaction Surveys
  • Skip new ticket email notification in Freshservice.
  • How can I set up follow-up emails for requesters who haven't responded to our emails?
  • Restricting a specific domain from creating tickets.
  • Restricting supervisor rule to run only once.
  • Is there a way to find out the exact times when the Supervisor runs?
  • How can I receive email notifications for updates and replies on all tickets, even those that aren't assigned to me?
  • On which tickets would the Supervisor act?
  • Will the Supervisor rule run in Business or Calendar hours?
  • How can I automatically close tickets with the status 'Waiting on 3rd party' after a few days?
  • How can I send an email to a manager when negative feedback (survey) is received?
  • Notifying the requester about a change in ticket priority.
  • Accessing the last added public note to a ticket via webhook
  • Preventing reopening tickets for requester responses.
  • Automatically assign a ticket to the last responding agent.
  • Using Supervisor rules in Freshservice.
  • Prevent closed ticket from reopening when requester responds
  • How does the supervisor work ?
Managing Freshservice Subscription
  • FAQ's
  • How to Manage Freshservice Subscriptions - Offline Customers
  • Freshservice Billing System Upgrade
  • Day-based Proration Updates to Subscriptions
Agents and Groups
  • How to use email signatures in Freshservice?
  • How to send replies with the Agent Name in the From field of the email?
  • When I'm trying to add a new agent, I get the message 'User already exists'. How do I fix this?
  • I'm trying to reset my password, but I'm not receiving the password reset link in my email. Is there anything I need to check?
  • How do I change a user's account privileges?
  • How do I set a password for an agent?
  • Can I turn off the Activation Email for agents and set a static password?
  • How can occasional agents get notifications for tickets assigned to them without signing into Freshservice and send replies to Requesters directly through email?
  • I'm the account admin but my account has been set up as an occasional agent, and I can't login - what do I do?
  • How can I check the number of day passes consumed by an agent?
  • Can an occasional agent access the API without logging in?
  • If I delete an agent from Freshservice, what happens to the tickets assigned to that agent?
  • How to delete an agent?
  • How do I delete an agent without losing any ticket details?
  • Why is the agent name not coming up while assigning the ticket?
  • How do I associate an email address with a group?
  • According to the group selected by the Requester, could we show a specific set of fields on the ticket form?
  • What happens to the tickets if we delete a group from the account?
  • When I have an agent with group access added to multiple groups, which group's tickets will they be able to see?
  • Is it possible to keep different sets of statuses for different groups in Freshservice?
  • Can I merge multiple groups into one big entity?
  • Can I have agents in multiple groups?
  • Is there any way we can block agents from reassigning their tickets to others?
  • How to disable/enable email notifications?
  • How do I notify agents when a ticket is created on my Freshservice?
  • How do I stop my users from receiving an email when they sign up from the portal?
  • Why am I, as an agent, not getting notifications when a new ticket is created?
  • How do I edit the automated notification emails sent out from my Freshservice?
  • How to notify the Requester when a ticket is closed or resolved?
  • How to stop the close ticket notification for a particular ticket?
Network Security in Freshservice
  • Necessary configuration changes to ensure uninterrupted portal access - Cohort Two
Microsoft Teams
  • Can I use virtual agent in MSP mode on MS Teams?
  • Customize ServiceBot in Microsoft Teamss
  • MS Teams - Freshservice Integration (Plans and pricing)
  • Removing ServiceBot from a team
  • Pinning Servicebot on Microsoft Teams
Workload Management
  • Automating the entry of planning fields in workload management
  • How do filters work in Workload Management?
  • Work Schedule
  • Office 365 and Google Calendar Sync with Workload Management
  • Change Calendar
Critical product announcements
  • Freshservice Biannual Updates: May 2026
  • Freshservice Changes, Upgrades and Deprecations - May 2024
  • Freshservice Changes, Upgrades and Deprecations
  • Freshservice Migration Notice: May 2025
  • Freshservice Biannual Updates: November 2025
  • Freshservice Biannual Updates: November 2026
Service Catalog
  • Manage Shared Fields for Service Categories and Items
  • Service request fulfillment, ITIL Request fulfillment
  • Adding custom fields to a service item in Freshservice.
  • Restrict who can view a service item in Freshservice.
  • Why is the location panel greyed out when editing a loaner item?
  • Can I have a service item in multiple service categories?
  • Access for adding attachments when raising a service request?
  • Composing the subject of service request in Freshservice
  • Can I do bulk actions on service items?
  • Different field types in creating a service item.
  • Why aren’t the service items I create not displayed in the catalog?
  • What is the difference between loaner item and permanent item?
  • What is a loaner item?
  • Can we reorder service categories?
  • Viewing service items that aren’t published but are draft.
  • Do we have limitations on the number of custom fields that can be created in a service item?
  • What are all the specifications of an image that we can upload for a service item?
  • Reordering Service items in a bundle.
  • What are all the mandatory fields that is necessary to submit a loaner service request?
  • Can we clean up all the default service items?
  • Why child service items are visible in the end user portal?
  • Enabling Multistage approval for service requests through workflow automators.
  • How to change the delivery stages of a service request?
  • I’m not able to create child service requests for service request manually?
  • Can I set approval reminders for service requests?
  • Can I convert an Incident to a Service Request?
  • Sending approval comments to requesters in Freshservice Workflow automators.
  • I lost the requested items information when I changed the type of a ticket to an Incident, Why?
  • Automatically request for a specific service item/category
  • Setting up automations based on specific service item field
Discovery Probe
  • Troubleshoot Discovery Probe Scanning Errors | Freshservice Asset Discovery
  • Uninstalling the Freshservice Discovery probe | | Freshservice Asset Discovery
  • Adding a custom schedule for IP Range scans
  • Mapping Active Directory fields while importing requesters through Freshservice Probe
  • Notifications for Probe user import status
  • Creating custom schedule for AD sync in Discovery Probe
  • IP Range Scans - Supported input formats
  • Asset Auto Assignment
  • Custom Field Mapping for SCCM
  • About Discovery Probe Security
  • Software requirements for Discovery Probe
  • Introduction to Probe Email Alerts
  • Hardware requirements for the Discovery Probe
  • Probe Requirements to fetch Cloud Information
On-Call Management
  • How to use Slack as a notification channel for on-call management
  • Regions where SMS & phone support for On-Call Management is available
  • Respond to critical incidents using WhatsApp
  • Respond to critical incidents using the Freshservice mobile app
  • Download VCF files to identify on-call notifications from Freshservice
  • Updating an incorrectly formatted phone number
  • Designing an escalation policy
  • Creating an override for on-call
  • Getting more agents or agent groups to respond to a ticket (multiple responders)
  • Editing or deleting an on-call schedule
  • Enhanced Fair-Use Policy for On-Call Management
  • Using the on-call calendar
  • Using audit logs for On-Call Management
  • Bypass DND for phone and SMS notifications
  • How to set up shift reminders for On-Call schedules in Freshservice?
  • How to configure and test notifications for On-Call schedules in Freshservice?
  • How to set up escalation policies as an Agent?
Workflow Automator
  • Web Request Node
  • Functions in expression builder node
  • Operators in Expression Builder Node
  • Sample Usecase- Invoke WebRequest node to fetch ticket details and perform actions based on it.
  • Expression builder Node
  • Enabling Actions on Associated tickets in Change workflows
  • Automating Asset Lifecycle
  • Setting up Task Automations
  • Powerful Placeholders with Liquid Filters
  • JSON Parser Node
  • Reader Node
  • Timer Node - Add Time Delays in your automations
  • Introduction to Scheduled Workflows
  • Expression Builder Node Troubleshooting Guide
  • Fix for Custom Objects behavior in Workflow Automator
  • Scheduled Workflows for Software Applications and Users
  • Fix for Condition Node behavior in Workflows
  • Improved workflow execution after Orchestration and web request nodes
  • How to restore a deleted workflow?
  • Identify workflow updates and status changes
  • Fix for Business Rule validation in Service Items
  • Adding an Event Trigger for Service Items in Ticket Workflows
  • Fix for Custom Objects behavior for Nested Fields in Workflow Automator
  • Subflows in Freshservice Workflows
  • Looping in Freshservice Workflows
  • Fix for Number of Workflows Execution on the Tickets created by Another Workflow using Web Request Node
  • Deprecation of the Unblock Subsequent Workflows from Pending Approvals Configuration
  • Workflow Automation Scenarios
  • Manage workflows for service desk
  • Configure system events in workflow triggers
FreshThemes
  • Complete layout customization
  • Adding Custom Styles to your portal
  • Previewing your theme without publishing
  • Custom helpers
  • Custom events
  • Helpers
  • Global Placeholders
  • Dynamic placeholders
Status Page
  • Publishing an incident to the Status Page
  • Publishing a Maintenance Window on the Status Page
  • Configuring badges and widgets for a Status Page
  • Migrate Status page from Freshstatus to Freshservice
Service Desk Efficiency
  • Supercharge your HR teams with purpose-built enhancements
  • Level up Information security operations with Freshservice/FSBT
  • Manage attachments in Service Requests
DevOps Integrations
  • Change Management for DevOps: Enhancing Governance and Compliance
  • Integrate Freshservice with Azure (DevOps tools)
  • Integrate Freshservice with Jira (DevOps tools)
  • Integrate Freshservice with GitHub (DevOps tools)
  • Video Guide to DevOps Integrations
  • DevOps Integrations | Import Recipes
Freshservice Cloud Discovery
  • Importing AWS Cloud assets
  • Deprecation of Amazon Web Services Marketplace App
  • Freshservice Cloud Discovery - GCP Integration
  • Take action on Cloud Assets
  • Customizing Cloud Take Actions
  • Freshservice Cloud Management - Kubernetes Integration for AWS
Email Notifications
  • How to enable ticket creation email notifications for non-agents?
  • How do I stop my users from receiving an email to sign up for the portal?
  • How to edit the automatic email notifications in Freshdesk?
  • How to setup email notification for response and resolution violations?
Problem Management
  • Problem Management
  • business rules for problems
Purchase Order Management
  • Overview of Curated Purchase Reports in Freshservice
  • Adding Items to Inventory
Release Management
  • Release Management
Major Incident Management
  • Configure custom fields for Major Incidents
  • Major Incident Management: Frequently Asked Questions (FAQs)
  • Demoting a major incident
  • Using Freddy Copilot to generate a post incident report
  • Set Up & Use Custom Templates for Post-Incident Reports
  • How to create and assign approvals for Post Incident Reports in Freshservice?
Build
  • Customize the agent persona and tone of voice
  • Connect your knowledge sources to the AI Agent
  • Connect your service catalog to the AI Agent
  • Explore pre-built AI agents
  • Configure agent behavior and human handover
  • Workflows for AI Agents in Freshservice
  • Explore Workflow library in Freshservice
  • Connect your apps (Google Drive, SharePoint, and Confluence)
Getting Started
  • Posting Announcements
  • Set up your Freshservice account
  • Welcome to Freshservice
  • Know Your Way Around Freshservice
Get started
  • AI Agent Studio FAQs
  • Introduction to AI Agent Studio in Freshservice
  • Free AI Agent Studio access for Growth and Pro
Problems
  • Working with Problems
  • Linking Problems with Changes
Reports
  • How do you calculate FCR% in Analytic report?
  • Reports
  • Can reports be scheduled to run on a timed schedule?
  • How can scheduled reports be auto-emailed to recipients in say a PDF form?
  • Is it possible to create a report that shows sub-category & item?
  • From which plan is scheduled reporting available?
  • How often do the reports get updated data
  • How to get a report with the exact time taken to resolve an incident?
  • How to create a report with filter by Location?
  • How is the Average First response time calculated in reports?
  • How is the Average response time calculated in reports?
  • How is the Average resolution time calculated in reports?
  • How to generate a report on billable work done by an agent?
  • How to get the ticket property fields data from a report?
  • How to get a report of overall trending in my service desk?
  • How do I go about including the serial number of assets in the report?
  • How to show all the assets that are not used by a user?
  • How to export all of the customer satisfaction histories for an agent?
  • How to select multiple groups when creating a custom report?
  • How to get a report of the softwares in the asset?
  • How to get a report that shows the current state of the asset?
  • How is the Number of Reopens calculated?
  • How to pull reports of service requests that came in?
  • What is the date range available for default and custom reports?
  • Why do I see the number of resolved tickets more than received in a report?
  • What is the difference between Average Customer Interactions and Average Agent Interactions?
  • Does the response time in the ticket include weekends?
  • What does the red and green arrow in the default reports signify and how is the percentile calculated?
  • How to find the first response status of a ticket for which there is no first response given?
  • How to run report on Top 10 tickets with the oldest updates?
FAQs
  • Freddy AI Agent (Classic) - Pricing FAQs
Applications
  • Configure Application Component Templates for Autodiscovery
Admin Settings
  • Reorganization and Renaming of admin components
  • General Settings
  • Admin Settings
  • How to work with Asset Management? - Freshservice Support
  • Service Desk Productivity
  • User Management
  • export my helpdesk data?
Pricing FAQ
  • What is considered a chargeable managed asset in Freshservice?
  • What's the difference between Full-Time and Occasional Agents?
Service Desk FAQ
  • FAQs on Service Desk management in Freshservice
  • Commonly asked questions about ticketing basics.
  • How to use Freshservice in kiosk mode? (iPad)
CMDB
  • Support Glossary: Introduction to CMDB
Solutions
  • Solutions (Knowledge Base)
Support Guide: Introduction to Tickets
  • Viewing Tickets assigned to you
  • Using keyboard shortcuts in your IT service desk
  • Ticket Shortcuts
  • Filtering Tickets
  • Assigning Tickets
  • Get Support: How to work with tickets?
  • Viewing and Updating Tickets
  • Adding Tasks
  • Adding Private Notes
  • Associating Assets to Incidents
  • Adding Non-Invasive Updates Using Public Notes
  • Replying to Tickets
  • Following Tickets and Adding Watchers
  • Execute Scenario Automations
  • Adding Time Entries to Track the Time Spent on Tickets
  • Merging Tickets
  • Editing Tickets and Other Actions
  • Using Email Commands to Update Ticket Properties
  • Add or Link Child Tickets to Service Requests in Freshservice
Changes
  • Working with Changes
  • Requesting for Approval from a Cab Member
  • Adding Review Note After Release
  • Closing Changes
  • What is a Change Lifecycle?
  • Possibility to submit approval to CAB via email or API.
  • Can I convert a change to a Service Request?
  • Multistage or multi level approvals in Freshservice Automator
  • Is it possible to change the labels on approval status?
  • Can same agent be in two CAB approval groups?
  • Adding custom fields for Planning section of Changes.
  • Can I modify change status field labels?
  • How can I notify agents when change is created?
  • Is it possible for an approver to send Approval comments to the requester?
  • Is there a way to change the from email for changes only?
  • Can a requester add comments to a change?
  • Is it possible to link changes together?
  • Some agents cannot access changes. Why?
  • Can requesters/clients view the changes from support portal?
  • Will the calendar display all the changes?
  • Is there a limit in the number of problems that can be linked to a change?
  • Can you trigger an announcement once a change is deployed/released?
  • Exporting Changes in Freshservice
  • How should I notify agent when note is added in a change?
  • Cloning a change request in Freshservice
  • Adding members to an existing CAB group
  • Change approvals in MSP by other company members
  • What are Change Types?
  • Can an approved change be rejected again?
  • Can I associate more than one change to a ticket?
Assets
  • Working with Assets
  • Analyzing Impact Using Relationship Maps
Releases
  • Working with Releases
Contracts
  • Working with Contracts
End user guide - overview
  • Logging into Freshservice
  • Raising a Ticket and other Actions
  • Self-Help Solution Articles
  • Raising a Service Request
  • Announcements
  • Announcements in Freshservice - An Overview
SSO
  • How can I login to my account?
  • Configuring SSO in Freshservice
  • How does SSO in Freshservice work?
  • I get the 'Unable to allocate day pass' error while logging in. How do I resolve this?
  • The error 'Username/password combination is wrong' is thrown when I try to login. What do I do?
  • How do I login if my SSO is not working?
  • I see the error 'Sorry we couldn’t locate your account' when I try to login. What is the issue here?
  • What is the Remote Login URL?
  • Why am I getting the error 'Portal is not available at your location' while trying to access a Freshservice page?
  • Why am I getting the error 'You’re not allowed to access this page'?
  • What is the encryption used in Freshservice SSO and what are the parameters that I need to pass?
  • Troubleshooting steps-agent not able to login through AD SSO
  • Why am I getting a 'Login unsuccessful' error on the AD SSO?
  • Agents logged back into the portal automatically after they logged out.
  • Do I need SSL cert for SSO?
  • Can I have multiple SSO configurations in Freshservice?
  • What is the benefit of using SSO?
  • Should the IIS be hosted publicly?
  • How to allow users from multiple domains to use SSO?
  • What are the ports required to be enabled for IIS?
  • Where do I get the ADScript download link?
  • How to troubleshoot login issues in Freshservice?
Problem
  • Setting up form fields for a Problem.
  • Can a requester be given access to the problems?
  • Is there a template for problems?
  • Can we rename the existing status for a problem?
  • Can we add a new status to the existing status in a problem?
  • Is there a dependent field in problem fields?
  • Can we have a problem to be visible to anyone apart from agents?
  • Is there an option to use dynamic fields for problem fields.
  • Can we create a task in a problem?
  • Can we have a custom status for a task?
  • Can we notify the assigned agent in prior for task completion?
  • How can we track the due by time for problems?
  • Can we have a custom status for a task in a problem?
  • Do we have SLA for problems and what is due by date in Problems?
  • Can we have automation for a task in a problem?
  • Can we notify one day before the task completion date?
  • Can we use automation for Problems?
  • How to turn off the “problem created” notification for a requester
  • How can the notification sent to the requester of a closed ticket be turned off in Freshservice?
  • How to send an email to the agent of the linked Tickets whenever a new problem is created.
  • of the problem. Adding notes to the problem generates a notification. Is this something that can be stopped.
  • Creating automations for problems in Freshservice.
  • Can we add a task to a problem through automation?
  • Can we trigger automation for all the tickets associated with the problem?
  • Is there an option to trigger webhooks in problem automation?
Tasks
  • What is a task?
  • Can a task be assigned to a Group?
  • Task SLAs
  • Can tasks be assigned to Multiple Agents?
  • Can tasks be automated?
  • Are there email notifications for tasks?
  • Do we have a filter to view the tasks for an agent?
  • Can tasks be assigned to different groups, even though the original ticket is in a different Group?
  • Do we have reminder notifications for tasks?
  • Can we prevent a ticket closure unless a task is completed?
  • Are there any reports for tasks?
  • How is the due date determined for tasks? Does it align with the ticket SLA or have a separate SLA
  • Can the task fields be modified apart from the existing ones?
  • Can the tasks in a ticket be re-ordered?
  • Can we have timesheet for tasks?
API & Webhooks
  • How can I get the ticket fields using APIs?
  • What is the rate limit for APIs across all plans?
  • What is the date-time format used in Freshservice APIs?
  • How do I create solution categories using API?
  • Can I view all service items using API?
  • How can I create tickets with attachments using API?
  • Why do tickets get created with priority as low even when priority value is set to “4” while creating with API?
  • Can we update custom fields of tickets using APIs?
  • What is a Webhook?
  • Is there an API existing for Parent-Child association?
  • Can we associate an asset to a ticket using APIs?
  • How do I link Change and Ticket using API?
  • Where do I find my API key?
  • Does enabling Apps consumes my API calls?
  • How can I check the available API limit?
Feedback Widget
  • What are the different feedback widgets available in Freshservice?
  • How to enable the feedback widget on our website?
  • Can I change the position of the feedback widget in Freshservice?
  • I have copy pasted the feedback widget code but still, I am unable to view the feedback widget on my website. What could be the issue?
  • Can an email notification be sent to another email address when feedback is received via feedback widget?
  • Can we add a CC in the feedback widget?
  • Can the feedback widget be enabled for the mobile view?
  • How do we get to know if the ticket is created from the feedback widget in the ticket list view page?
  • Can I change the text on the form button from "Send Feedback" to "Submit" or something like that?
  • Can we change the order of the fields in the Feedback widget?
  • In what language is the feedback widget displayed?
  • Is it possible to add additional fields in the Feedback widget?
  • Why do I receive the "You're not allowed to access this widget" error?
Priority Matrix
  • Automatically set the ticket priority.
  • Why are tickets coming in with a Low priority even if the Urgency and Impact have been set?
  • Why I am not able to set the priority of a ticket using Impact and Urgency for Service request tickets?
Announcements
  • Can I send announcements as emails?
  • How do I share updates with my agents and end users, when I need to let everyone know of something important going on within the organisation?
  • How do I modify or delete the announcements that have posted on the portal?
Email
  • How can I add an email address to which my customers can write and create tickets on Freshservice?
  • How to setup the forwarding rule for the service desk email address?
  • How to activate a service desk email address?
  • Why haven't I received the Activation email from Freshservice?
  • Why am I getting the error, ‘Activation code invalid’ when I try to activate my support email address?
  • How do I reply directly to the Original sender when it comes to emails that are forwarded to the service desk email address by an agent?
  • Can I use my own mail servers to send and receive emails in Freshservice?
  • Can you create a ticket using Reply-to address in Freshservice?
  • How do customer replies get appended to the original ticket?
  • Can an email address be automatically added in the CC for replies?
  • Can I change the properties of a ticket while replying as an agent from my mailbox?
  • How to forward tickets to a third-party who is not an agent?
  • Can an agent reply from their mailbox and have it added as a private note instead of a public note?
  • The agents are also receiving the tickets in their mailbox apart from the service desk. What could be the reason?
  • Emails are not going through to the customer from Freshservice. How to go about this?
  • Can I send an Escalation email to multiple agents?
  • How to deactivate email support and use only portal in Freshservice?
  • Why aren't tickets getting created for emails that are manually forwarded from the service desk email address to Freshservice forwarding email address?
  • Why aren't tickets getting created, even after adding the support email address in Freshservice?
  • How to prevent tickets from being created if the support email address is in the CC or BCC of an email?
  • How do I change the font in Email Notifications and Replies?
Release
  • Can more than one change be associated to a release?
  • What are the 4 release types?
  • Can a requester view the release ticket?
  • Adding custom fields to the Release form in Freshservice
  • How do you run a report on Release?
Ticketing Workflow
  • How do emails from your requesters get converted into tickets?
  • What is the difference between a note and a reply?
  • Attachment size limit for ticket replies in Freshservice
  • Attaching multiple files in ticket replies for Freshservice
  • Would it be possible to add attachments that are more than 25 MB in size?
  • I want to insert a footer into all my replies. How do I do this?
  • How to close a ticket without sending an email notification to the requester?
  • Is it possible to add another agent to a ticket?
  • Is it possible to forward the ticket to a non-agent whenever a new ticket is created?
  • How do you check if another agent is looking at the same ticket?
  • How do we check if an agent is answering/replying to your ticket?
  • How can requesters view their previous conversations after a ticket is closed?
  • Changing the ticket priority by requester.
  • Can I download attachments using a Public Ticket URL without being logged in?
  • Can details apart from the contact details in Freshservice be retrieved for a particular requester?
  • Can I receive a sound notification when a new ticket comes in?
  • Removing Ticket ID in the subject of email notifications
  • Scheduling a recurring ticket in Freshservice.
  • How can we track time on a ticket?
  • How to automatically stop the Time Tracker?
  • On what timezone are the ticket counting timers based?
  • Why am I unable to update the ticket properties in Freshservice?
  • Why can I not link a child ticket to a parent ticket in Freshservice?
  • Why is my ticket list view page not loading?
  • How to avoid email replies from creating duplicate tickets in Freshservice?
Asset Management
  • Can I import assets?
  • How do I define relationship between assets?
  • How do I associate assets to users/tickets?
  • How do I add assets in different locations and differentiate them based on location?
  • How to add custom fields for assets?
  • What is the difference between agent and probe?
  • Can I get notified of expiring contracts?
  • Can we import locations?
  • What are contract types available by default in Freshservice?
  • Are bulk actions available for assets?
  • Are automations applicable for asset management?
  • What is the synchronisation time for agent and probe?
  • Are vendors auto detected by the Freshservice probe/agent?
  • How to map user fields when importing using the active directory/probe?
  • Why am I unable to detect assets?
  • How to pull user information from active directory using probe?
  • Assets are successfully scanned but are not inserted into inventory. Why is that?
  • Bulk import of assets not working/missing entries. What to do?
  • Can I import components information?
  • What is an Asset State?
  • Can I clone the assets?
  • Can I add custom Asset State?
  • How do I get a copy of all my assets?
  • How to search Assets with Locations?
  • What is Asset Usage type?
  • Can’t find the Vendor in the Vendor list while adding/editing an asset?
  • What is the difference between Serial Number and Asset Tag?
  • How can I print asset tags?
  • How to create asset views?
  • What is Loaner?
Gamification and Arcade
  • How are the points calculated for the Leaderboard?
  • How do I create custom quests?
  • Why aren't my points updated on the Leaderboard yet, even though I've completed a quest?
  • How can I edit the level of each agent manually?
  • How will agents be notified when they complete a quest?
Sandbox
  • What are the modules that do not get copied to your Sandbox account?
  • How to setup a Sandbox account?
  • What is a Sandbox?
  • Is Sandbox available in my plan?
  • How to sync changes from Sandbox to my Freshservice account?
  • How to identify if I am logged into the sandbox or production account?
  • I received a conflict error when trying to sync from Sandbox account. What does it mean?
  • I received a Sync error when trying to sync from Sandbox account.What does it mean?
  • How to sync changes in case of a conflict or sync error?
  • Where can I view all the sync history?
  • What are the changes skipped in Sandbox?
  • How to deactivate my Sandbox account without syncing changes?
Incidents & Service Request
  • Why is there a need for team huddle when a private note can be added with the ability to tag agents?
  • Is Team huddle a real time chat feature?
  • Enabling the team huddle feature in Freshservice.
  • Differentiate between Incidents and Service Requests?
  • Why do you merge 2 tickets?
  • What is the purpose of adding a watcher to a ticket?
  • Can we associate a ticket to a change directly?
  • How to remove a watcher from a ticket?
  • Can watchers be non agents?
  • Modifying the due date of a ticket in Freshservice
  • Why do some tickets have approval tab and some don't?
  • Can requesters see conversations agents have with third parties?
  • Overview of bulk actions available for tickets
  • Why have tags when there are filters?
  • Creating incident categories in Freshservice
  • How do sub-categories work?
Business Hours and SLAs
  • How do I change the Service Desk's Time Zone?
  • How do I change my own Agent Profile's Time Zone?
  • How to set holidays and change calendar holidays to working day?
  • How to configure business hours?
  • Is a private note counted as a response under SLA Policies?
  • How to send escalation emails to an agent who has not responded on a ticket for a definitive period of time?
  • Can individual SLA policies be set up for different categories?
  • Which agent is attributed under the Tickets resolved/Resolution metric when there are multiple agents working on a particular ticket?
  • Will the reopening of a Resolved ticket count against Average Resolution time?
  • What is the difference between "response due" and "overdue"?
Orchestration
  • What is Orchestration?
How to use guides (Slack)
  • Using the Freddy AI Agent for Slack
  • Resolve issues and fulfil requests on Slack
  • Enable agents to resolve tickets faster on Slack
Affliate Marketing
  • What is the program about?
Troubleshooting Videos
  • Slack Orchestration
  • Microsoft Azure Orchestration
  • Microsoft Teams Orchestration
Prepare
  • Best practices to create solution articles
  • Best practices to create service items
What's new
  • How to enable and use Freddy in Freshservice?
  • Publish announcements on Slack with ServiceBot
  • Languages supported by Freddy AI Agent
Analytics FAQs
  • Viewing reports in a different language in Freshservice Analytics
  • Can I recover a deleted or missing report in Analytics?
  • Can I see the approver of a ticket in the approval flow in the reports?
  • Generating an analytics graph to display the average resolution time for a specific service catalog item instead of all Service Requests
  • How does the PDF export feature work in FreshService reports?
  • Displaying more columns in analytics
  • No date message displayed in curated reports
  • Unable to Generate Tabular Data Reports in Freshservice
New Sandbox
  • Sandbox in Freshservice
  • Sandbox Overview
  • How to set up a Sandbox?
  • Deploy your Changes
  • Accessing Sandbox
  • Know all about data copied during Sandbox creation
  • Dependencies
  • Config Sets
  • Keep track of changes
  • Sandbox Sync: A Guide to Avoid Sync Failures
  • Sync changes - FAQs
  • Set up your Sandbox: FAQs
  • New Sandbox Architecture: Hardcoded elements in workflows
  • How sync works?
  • Manage Sandbox add-on removal and plan downgrades in Freshservice
  • Upgrading your Sandbox account
  • Deletion of detached Sandbox accounts
Document Management - Use case library
  • Finance - Employee document use cases
  • HR - Employee document use cases
  • Facilities - Employee document use cases
  • Legal - Employee document use cases
  • IT - Employee document use cases
Agent portal experience – Journeys
  • Placeholder resolution in Journeys
  • Initiate Journey Requests from the Agent Portal
  • Understanding RBAC in Journeys
Support portal experience – Journeys
  • Bulk-upload Journey Requests
  • Options available on the Support Portal (Journeys)
  • Initiate a Journey Request from the Support Portal
  • View Journey Request details
  • Access and complete assigned Activities in Journey Requests
  • Cancel a Journey Request
Admin configuration – Journeys
  • Create the Initiator Form in Journeys
  • Form field limits and condition setup for dropdown and multiselect ields
  • Employee Onboarding, Journeys, Employee Journeys
  • Allow Initiators to cancel Journey Requests
  • Select the Initiator in Journeys
  • Manage Journey settings
  • Set up Activities in Journeys
  • Create a Task Activity in Journeys
  • Create a Ticket Activity in Journeys
  • Create a "Schedule Email" Activity in Journeys
  • Create child activities (Form Task) in Journeys
  • Configure advanced options in Activities (Journeys)
  • Create a Form Task in Journeys
  • journey request onboarding journey journey builder
  • Create journey using templates
  • Create a journey from scratch
  • Copy form fields from other Journeys
  • Set up Phases in Journeys
  • Manage stakeholders in Journeys
  • Configure stakeholders in the Initiator Form (Journeys)
  • Publish a Journey
  • Pre-publish checklist for Admins (Template-based Journeys)
  • Create a Simple Task in Journeys
  • Journey form field limitations
  • Access journeys in the sandbox
Get started with Journeys
  • Understand what Journeys is and how different departments use it
  • Key terminologies in Journeys
  • Sample Journey use cases
  • Personas and their roles in a Journey
Journey Request Owner experience – Journeys
  • Impact of updating the Initiator Form after initiation (Journeys)
  • Impact of skipping a Phase or an Activity in an ongoing Journey Request
  • Journey Request Owner assignment flow
  • Manage and update Activities in Journey Requests
  • Logs captured in Journey Requests
  • Access Journey Requests in the Agent Portal
  • Manage Journey Requests
Journeys on mobile
  • Complete Journey tasks and approvals in the Freshservice Mobile App
Devices
  • Clone a device
  • Manage devices
  • Add blade chassis devices
  • Manage device asset lifecycle
  • Create cluster devices
  • Add device parts
  • Add device URLs and attachments
  • Add blade slots
  • Create device custom fields
  • About device management
  • Import devices
  • Manage device hardware properties, OS, and connectivity
  • Add device service instances
  • Manage software installations
  • Configure device ignore rules
  • Create device name profiles
  • Manage the device list view
  • Manage Hardware Models (Templates)
  • Archive devices and resources
  • Manage virtual and blade devices
Cloud Platforms Autodiscovery
  • Cloud Platforms Autodiscovery
  • Automox Autodiscovery
  • Microsoft Azure Autodiscovery
  • Google Cloud Platform Autodiscovery
  • Microsoft Intune Cloud Discovery
  • Kubernetes Discovery Items
  • Other Cloud Autodiscoveries
  • Workspace ONE Autodiscovery
  • AWS Autodiscovery
Database Discovery
  • Database Discovery
  • Oracle Database Discovery on Windows and *nix Targets
  • PostgreSQL Database Discovery on *nix Targets
  • DB2 Discovery on *nix targets
  • MSSQL Server Database Discovery on Windows and *nix targets
  • Manage Cloud Databases
Application Dependency Mapping
  • Application Dependency Mapping
  • Configure Application Dependency Mapping
  • ADM Detected Applications
  • Manage Applications
Software
  • Manage software EOL and EOS
  • Track software in use
  • About software license management
  • Generate software reports and visualize data
  • Implement a software license management (SLM) workflow
  • Manage software components
  • Merge and assign software components
Services
  • Service Instances
  • Scheduled Tasks
  • Service Listener Ports
  • Service Communications
  • Ignored Services
  • Network Shares
  • Manage all discovered services
Business Services
  • Business Services
IPAM
  • Manage subnets
  • Add IP NAT and address mapping
  • Overview of IP address management (IPAM)
  • Manage DNS zones
  • Manage DNS Records
  • Manage IP addresses
  • Manage VLANs
  • Navigate and manage the Subnet Tree View
  • Add VRF groups
  • Manage and monitor switch ports
Application Groups
  • Application Groups
  • Calculation Rules
Infrastructure
  • Manage operating systems
  • Manage SSL certificates
  • Manage assets
Power Units
  • About Power Units management
  • Add and manage PDUs
  • Define PDU models
  • Supported PDU vendors
Parts and Part Slots
  • Manage part model templates
  • Manage parts
  • Import part models
  • Import parts
Passwords
  • Passwords
  • Manage Burnt Secret Password Storage
  • Manage Secrets, Security, and Permissions
  • Configure Default Password Management Groups
  • Master Password and Secret Operations
  • Configure User Password Policies and Account Security
Test
  • Preview your agent
  • Batch test your agent
  • Preview vs. Test: when to use each
Deploy
  • Deploy AI Agent on Slack
  • Deploy AI Agent on MS Teams
  • Deploy AI Agent on support portal

Last updated: 2019-09-18

Source: https://support.freshservice.com/support/solutions/articles/50000000462-what-are-the-4-release-types-

The 4 types of release within Freshservice are Minor,Standard,Major and Emergency

POWERED BY SCALY

Article views count